Vice President - User Experience Design
Location
Mumbai | India
Job description
Job Description
As the Vice President, Full-Stack Conversation Designer, you will have the opportunity to lead and shape the future of conversation design in our organization. This role offers the chance to work with a diverse team of professionals and utilize your expertise in Natural Language Understanding design, response design, and emerging technologies. Join us and steer our design strategy towards excellence.
As a Vice President, Full-Stack Conversation Designer in our User Experience Design team, you will be a strategic and visionary leader responsible for steering the design strategy, setting high standards, and leading engineers, product, analysts, and data scientists to achieve excellence in conversation design. You will have the opportunity to shape and promote the conversation design initiatives that align with our organizational strategies.
Job Responsibilities: - Steer design strategy, setting standards, innovating, and aligning design best practices with organizational goals and product OKRs as you lead teams towards excellence.
- Design the e2e development and implementation of conversational flows and scripts for chatbots, virtual assistants, IVRs, and other AI-driven communication tools.
- Operates at the forefront of dialog design, shaping the methodologies, standards, and best practices for the team.
- Look at innovative ways to use response design to solve customer problems. Create voice and tone documents and the conversational style guide with a focus on evolving these master documents.
- Rapidly iterate on conversational flows, journey maps, service design blueprints, and prototypes (VoiceFlow).
- Facilitate group activities with teams to rapidly iterate on conversational flows, journey maps, service design blueprints, and prototypes.
- Conduct and interpret qualitative and quantitative research to understand user needs, challenges, and opportunities for service improvements. You'd conduct lean research and, at times, collaborate with researchers on formal, long-tailed studies.
- Work with cross-functional teams, including data scientists, engineers, product managers, and human experience designers.
- Mentor designers and support ongoing accessibility initiatives.
Required Qualifications, Capabilities And Skills - At least 8 years of experience as a designer or researcher in Conversation, Service Design, Systems Design, or Content Design.
- Must have experience facilitating exploratory and evaluative research.
- Strong portfolio showcasing successful 'implemented' projects that focus on mapping experiences vs beautiful UI.
- Proficiency in tools such as LucidChart, Miro, Dialog flow, Voice Flow, IBM /MSoft Bot Frameworks, etc.
- Well informed about Generative AI.
- Position requires 3 days in office, 2 days remote.
Preferred Qualifications, Capabilities And Skills - Mentorship: Guide and mentor junior conversational designers, promoting best practices and ensuring consistency across projects.
- Familiarity solving for IVR/NLU models and interactions.
- Service Design, Systems Design or Linguistics
About Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About The Team Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.
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